Not getting assistance

Im very disappointed with Hollard, i took a funeral policy with them in 2016, i was retrenched and i phoned them never to debit from my account as im no longer working, they gave banking details for caah payments, last month they sent me a sms notification that my policy has lapsed due to non payments, i emailed them my bank statement as proof of payment it's been 2 weeks and no one is willing to assist me, i last spoke to Promise Maduma who claimed that my query was escalated to the "directors" of the company and lately he is also responding to my emails. I dont know who should i speak to since their complaints department is not responding to my emails and query.